Today’s B2C products live and die by customer ratings. If we are looking for Italian restaurants in a new city, we read the reviews. When we order a new set of sheets on Amazon, we filter by 4+ stars. Thanks to the increased availability of…

Before you can improve your company’s customer experience, it helps to understand exactly what that experience is. That’s where Voice of the Customer (VOC) programs come in. VOC gives you a systematic way to gather feedback from your customers—and harness those insights to drive better…

Listen to your customers, and they’ll help improve your market success and overall business performance. At least, that’s the idea behind Voice of the Customer (VOC) programs, which enable you to turn subjective customer opinions into actionable business intelligence. Unfortunately, the full promise of VOC…

Building Voice of the Customer, or VOC, programs has become a priority for many businesses. That’s exciting, because VOC can help companies deepen customer relationships, improve customer experiences, build new products and services, and turn subjective opinions into actionable business intelligence. Unfortunately, it’s fraught with…